Card Services Specialist

Position Summary

The Card Services Specialist provides operational support for Texas Tech Credit Union’s debit card, credit card, digital wallet, and instant issuance programs. The position is responsible for day-to-day card administration, fraud case management, operational research, dispute support, exception processing, member and employee support, quality assurance activities, and program execution. The Specialist serves as a subject matter expert for card operations and supports the Card Services Manager in implementing strategic initiatives, product enhancements, reporting requests, and program improvements.

Duties & Responsibilities

• Uphold and promote Texas Tech Credit Union's core values of Trust, Respect, Excellence, Kindness, and Stewardship. 
• Deliver exceptional service to members and employees, ensuring all interactions are professional, accurate, and member focused.
• Respond to member and employee inquiries via phone, email, and service ticketing systems. 
• Perform daily review and maintenance of card exceptions, card maintenance queues, and operational reports.
• Administer card inventory, instant issuance inventory, card ordering processes, and card replacement activities.
• Monitor card program operational workflows to ensure timely completion, accuracy, and compliance.
• Research and resolve card processing exceptions and transaction posting discrepancies.
• Assist with settlement balancing, card network reconciliations, and operational reporting activities.
• Support digital wallet enrollment, token management, and related member support activities.
• Serve as an operational subject matter expert and escalation resource for card-related issues such as debit card and credit card inquiries, card functionality, card declines, account access issues, digital wallet concerns, and transaction-related questions.
• Assist with employee and member education on card features, benefits, digital wallet services, and security practices.
• Monitor card issuance activity, research returned cards, contact members with outdated contact information, and coordinate reissuance and delivery when necessary.
• Investigate fraud alerts, unconfirmed fraud cases, compromised card reports, and suspicious card activity. Contact members, document findings, maintain case records, and take appropriate action to mitigate card-related fraud risk.
• Assist with compromised card reissuance and account protection measures.
• Partner with Fraud Prevention and other internal teams to resolve fraud-related incidents, identify recurring fraud trends or control concerns, and escalate significant losses or emerging risks to the Card Services Manager.
• Process and support debit card and credit card disputes, chargebacks, representments, and related documentation in accordance with regulatory and network requirements.
• Maintain operational procedures, job aids, and process documentation while recommending updates and improvements to the Card Services Manager.
• Perform quality assurance reviews of card servicing activities to ensure consistency, accuracy, compliance, and member service standards.
• Identify operational risks, control deficiencies, processing errors, and workflow improvement opportunities.
• Assist with audits, examinations, compliance reviews, and information requests related to card services operations.
• Support implementation of card program enhancements, system upgrades, product launches, testing efforts, operational readiness activities, and post-implementation issue tracking as directed by the Card Services Manager.
• Assist with employee training and onboarding related to card products, procedures, and operational processes.
• Participate in departmental meetings, training sessions, and professional development opportunities.

Skills & Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 2 years of experience in a financial institution, preferably in card services, card operations, disputes, fraud support, or customer support role.
• Strong analytical, problem-solving, and organizational skills. 
• Excellent communication and customer service skills. 
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook). 
• Understanding of debit and credit card operations, including issuance, activation, transaction processing, disputes, fraud alerts, card maintenance, instant issuance, and digital wallet support.
• Familiarity with compliance and regulatory requirements in the financial industry.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.

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